Learning Objective #1: Describe patient satisfaction

Learning Objective #2: Identify measures of patient satisfaction

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Patient satisfaction is a key component for success in the health care field. Throughout the years, satisfaction with nursing care has been a deciding factor for patient decisions regarding return visits and in recommending service to others. As health care costs continue to rise, nurse practitioners have established themselves as affordable, competent, and accessible primary care providers. Patient satisfaction has always been a goal of nurses as well as nurse practitioners. Patient satisfaction is essential in engaging clients in collaborative health care and does result in positive health outcomes. Positive satisfaction surveys are evidence to support the growing need and importance of nurse practitioners. The Visit Specific Satisfaction Questionnaire was selected as the tool for this study which was conducted in a 38-bed, rural hospital. This tool was developed by John E. Ware, International Resource Center Health Care Assessment, and was used in the National Study of Medical Care Outcomes. (Medical Outcomes Study) The VSQ is a nine point scale that evaluates appointment wait, office location, telephone access, time with the care provider, explanation of care, technical skills, personal manner and overall care. The authors adapted the tool slightly (changing the word “physician” to “nurse practitioner”) to utilize the tool in this study of nurse practitioners in the Emergency Department. Each of the nine categories were to be rated on a likert scale with 5 being best and 1 being poor. Phase III of this study is currently in process.